Home/Live Chat Software/Helpshift
Updated on: July 3, 2020
What is Helpshift ?
Helpshift - Live Chat Software : SaaSworthy.com
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Helpshift

Live chat software for personalized CRM services
(302 Ratings) Write Review

Helpshift is a live chat software that helps in delivering advanced and personalized customer support services, for better lead generation. It helps connecting with targeted customers with digital messaging via email, mobile apps, desktop apps and over web. The software offers next gen messaging powered by artificial intelligence and bots. It features built-in chatbots, AI-driven insights, live chat, asynchronous messaging, push and in-app notifications. Helpshift helps in minimizing response time and maximizing team efficiency, by sending auto response & auto routing issues to specific agents. You can automate routine data collection process with bots. It helps in knowledge management.

Helpshift Features Show All Features

Helpshift Technical details

Support Business Hours Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Location / Phone Number San Francisco, CA
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Live Chat Software Help Desk Software

Helpshift Pricing

Pricing ModelFree Trial , Subscription
Professional
$95 /User/Month

$95 /user/month billed Annually

Features

  • In-App Mobile Messaging
  • Web Chat
  • Email Ticketing
  • In-app Native FAQs
  • Custom Branded Web Help Center
  • Internationalized Knowledge Base
  • Quick Responses for Agents
  • Standard Automations
  • API Requests Per Minute - 60
  • Basic Reporting and Analytics
  • Support - Standard

Add-ons :

All plans include these features

  • SensAI Bot Starter Pack
  • SensAI Answer Bot
  • MAU
  • Proactive Support [Campaigns]
Enterprise
$135 /User/Month

$135/user/month billed Annually

Features

  • Includes features of Professional plan, plus
  • Workflow Management (Queues)
  • Smart Routing
  • Real-Time Automations
  • Power BI Advanced Reporting

Add-ons

  • Includes features of All plan, plus
  • Real-Time SLA Management
  • Real-Time Operations
  • Named Account Manager
  • Premium Success and Support
Platinum
$160 /User/Month

$160/user/month billed Annually

Features

  • Includes features of Enterprise plan, plus
  • Real-Time SLA Management
  • Advanced Workforce Management (Teams)
  • Advanced Workload Management
  • API Requests Per Minute - 300
  • Real-Time Operations

Add-ons

  • Includes features of All plans plus
  • SensAI Predict
Screenshot of the Vendor Pricing Page
Helpshift Pricing
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Disclaimer: The pricing details were last updated on 24/07/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Helpshift FAQs

Helpshift is Live Chat Software. Helpshift offers the following functionalities:

  • Agent Scheduling
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Shortcut Messages
  • Transfers
  • Visitor Targeting

Learn more about Helpshift features.

The pricing for Helpshift starts at $95.00 per user per month. Helpshift has 3 different plans:

  • Professional at $95.00 per user per month.
  • Enterprise at $135.00 per user per month.
  • Platinum at $160.00 per user per month.

No, Helpshift does not offer a free plan.

Learn more about Helpshift pricing.

Yes, Helpshift provides API.

Ask the Community View Community

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Helpshift Reviews

OVERALL RATING
4.2
Based on 302 Rating(s)
Rating Distribution
  • 235
  • 45
  • 20
  • 2
  • 0
SHARE YOUR EXPERIENCE Write a Review
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Verified UserSource : trustradius.com
(Reviewed on 12 February 2020)
Fantastic way to handle support tickets

Use Cases and Deployment Scope

Helpshift is extremely useful and is used as a way for us to handle support tickets across our game portfolio. It makes it very for us to share issues within the team and to directly show to the various teams if they need sources/examples.

Pros and Cons

  • It's very easy to use. Everything is straight forward and their support team is fairly easy to contact if you need assistance.
  • User ticket history is made available. It makes it very easy to check if the customer you're working with has any history of abusing support agents or to see if something they're saying doesn't check out with what they're currently saying.
Edit
  • The look could do with a bit of an upgrade. It's not a very big deal and isn't hard on the eyes but could probably be a bit more vibrant (or allow for customization).
  • Better mobile support would be great. At the moment, it's very hard to try and do tickets from a phone.

Likelihood to Recommend

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Read this authenticated review

...more
Administrator in Transportation/Trucking/RailroadSource : g2crowd.com
(Reviewed on 04 December 2019)
"I love how user friendly it is."

What do you like best?

I like that it was be used internally and with clients.

What do you dislike?

I can't think f anything at the moment.

Recommendations to others considering the product:

Make the best use of it. It is a great tool for any company.

What problems are you solving with the product? What benefits have you realized?

We are able to help our clients with questions they may have in a quick and easy manner.

...more
Ayush ASource : g2crowd.com
(Reviewed on 30 November 2019)
"Good SDK for mobile app/games to connect with your users"

What do you like best?

Helpshift offers good two-way communication between the user and support people. Helpshift regularly updates its SDK to improve the user experience.

What do you dislike?

Nothing much I can say that I dislike about Helpshift. But there is the scope of improvement in terms of push notification that Helpshift sends.

Recommendations to others considering the product:

It's a good software to connect and listen to your customer's queries. I recommend all to use this software in their app/games to connect with your users. In our company, we are using this for more than 4-5 years and it's a great experience.

What problems are you solving with the product? What benefits have you realized?

We are using the Helpshift SDK to resolve the customer's problems. We have integrated Helpshift in our games to listen to the user's problem.

With the help of Helpshift, user's can reach to us and tell their problems that they are facing while using our products.

...more
Administrator in Computer GamesSource : g2crowd.com
(Reviewed on 27 November 2019)
"Great CS platform"

What do you like best?

Helpshift is a very good tool for customer service requests for mobile apps. It is very easy to offer a fast customer support. Automations, FAQs and templates help you to deal with a lot of requests in your day-to-day business. Data and analytics in PowerBI are great too.

What do you dislike?

The handling of requests that come directly via web form or e-mail could be a bit better, mobile is clearly the focus here, but in general they continuously improve their product. We have been using Helpshift for a number of years and improvements have been introduced all the time.

What problems are you solving with the product? What benefits have you realized?

It's the best way to provide customer service to mobile app users.

...more
Katrina WSource : g2crowd.com
(Reviewed on 26 November 2019)
"Ease of use"

What do you like best?

Easy to use and navigate through, user friendly

What do you dislike?

No spellchecker or grammar help, can't undo

What problems are you solving with the product? What benefits have you realized?

Replying to customer feedback

...more
User in Computer GamesSource : g2crowd.com
(Reviewed on 26 November 2019)
"Adequate support portal for mobile gaming"

What do you like best?

The organizational process is relatively easy once you learn the work flow.

Shortcuts like Quick Replies and accessing FAQ entries (both published and unpublished) expedite time spent on support.

The Analytics section covers all the baseline info I like to see and more.

What do you dislike?

Too many SDK updates. I dislike having to beg engineering for devoted time to updating SDKs.

FAQ is limited in depth. I would like to see more than just Section > Question & Answer. Example: Section > SubSection > Question & Answer.

Recommendations to others considering the product:

Fast and easy to use interface for immediate support agents to answer inquiries. Agents will need to get engineering support when creating tags and hs-tags for auto-sorting. They will also need to "think like an engineer" when creating views or searching messages, but the learning curve isn't too steep.

What problems are you solving with the product? What benefits have you realized?

Fast response times. Easy management across team members. Ability to insert images to the FAQ has helped with providing updates to player base by focusing player attention to FAQ.

...more
Susan GSource : g2crowd.com
(Reviewed on 25 November 2019)
"Moderate Helpshift user"

What do you like best?

I like that you are able to tag feedback so that the appropriate team can monitor

What do you dislike?

That you can't export feedback into some sort of spreadsheet

What problems are you solving with the product? What benefits have you realized?

Finding customer friction points and addressing them

...more
Jose CSource : g2crowd.com
(Reviewed on 25 November 2019)
"Helphift is cool"

What do you like best?

I Ike that it's almost streamlined communication with our clients.

What do you dislike?

I dont like that when clients respond I am not notified.

What problems are you solving with the product? What benefits have you realized?

We used it to solve any client and server issues with our company's application.

...more
User in Outsourcing/OffshoringSource : g2crowd.com
(Reviewed on 23 November 2019)
"useful to people on the go"

What do you like best?

I like its live chat feature. Works best to people on the go to those who do not have time to call.

What do you dislike?

There are times I have to use tags manually to put a ticket to the right queue.

Recommendations to others considering the product:

Hey, it's worth a try. There are customers who prefer texting than calling.

What problems are you solving with the product? What benefits have you realized?

In customer service, it helps save customer's time in waiting a response via e-mail or IVR

...more
Administrator in Computer SoftwareSource : g2crowd.com
(Reviewed on 21 November 2019)
"Helpshift Review"

What do you like best?

The ability to sort tickets by tags and to set up multiple automation.

What do you dislike?

The lack of built-in language translation and the lack of ability to do custom signatures for each team member.

Recommendations to others considering the product:

The Helpshift system is good if you are needing something to use for a small to the midsize userbase.

What problems are you solving with the product? What benefits have you realized?

It allows my teams to rapidly find and answer tickets by tag and payment type

...more
Read All Reviews

Videos on Helpshift

Helpshift Screenshots

Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-powered Self Service Knowledge Base
Helpshift Demo - Proactive Campaigns
Helpshift Demo - Conversational Messaging Across All Digital Channels
Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard
Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics
Helpshift screenshot: Case management tools allow users to track customer issues
Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
Helpshift screenshot: Custom reports can be created
Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily
Helpshift screenshot: Auto-responses aim to gather as much customer data as possible
Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-Powered Case Management
Helpshift Demo - AI-powered Self Service Knowledge Base
Helpshift Demo - Proactive Campaigns
Helpshift Demo - Conversational Messaging Across All Digital Channels
Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users
Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard
Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics
Helpshift screenshot: Case management tools allow users to track customer issues
Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked
Helpshift screenshot: Custom reports can be created
Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily
Helpshift screenshot: Auto-responses aim to gather as much customer data as possible

Download white papers and ebooks on Helpshift View All Downloads

by Helpshift
The Beginner's Guide to Customer Service Bots
This Guide helps to learn about Different touch points to invoke bots throughout the customer journey, Actionable steps...
read more
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by Helpshift
How Customer Service Leaders Can Thrive Alongside Artificial Intelligence
In this AI Strategy whitepaper, you will learn: How AI can take over simple, time-consuming tasks, Tips on how to...
read more
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